Política de reembolso

REFUND AND RETURN POLICY

1. OVERVIEW At Gokhel, we maintain the highest standards of quality and hygiene. Our Return and Refund Policy is designed to comply with the European Union Consumer Rights Directive and United States Federal Trade Commission (FTC) guidelines, ensuring a transparent and secure transaction for all parties.

2. RIGHT OF WITHDRAWAL (EU CUSTOMERS) In accordance with EU law, customers residing within the European Union have the right to withdraw from their purchase within 14 calendar days from the day of delivery without providing justification.

3. ELIGIBILITY AND HYGIENE RESTRICTIONS Due to the nature of our products (personal care/textile items in contact with the face), and for health protection and hygiene reasons, returns will only be accepted if the item remains in its original, sealed, and unopened packaging.

  • Items that have been used, washed, or whose hygiene seals have been tampered with are strictly exempt from return or refund.

  • All items must be returned with original tags and invoice.

4. RETURN LOGISTICS AND COSTS To initiate a formal return, you must contact us at contact@gokhel.com.

  • International Shipping: Unless the item is proven to be defective upon arrival, the customer is solely responsible for all return shipping costs to our logistics center in Valencia, Spain.

  • Liability: We strongly recommend using a tracked shipping service. Gokhel is not liable for return shipments lost in transit.

5. DEFECTIVE OR DAMAGED GOODS Please inspect your order upon arrival. In the event of manufacturing defects or shipping damage, contact us immediately with photographic or video evidence. Upon verification, we will provide a replacement or a full refund at no additional cost to the customer.

6. EXCLUSIONS Returns are not applicable to:

  • Sale items or promotional bundles.

  • Gift cards.

  • Personalized products.

7. REFUNDS Once the return is received and passes our quality control inspection, we will notify you of the approval or rejection of your refund. Approved refunds are processed automatically to the original payment method within 10 business days.